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Netkom Hotline

SERVICE LEVEL
BRONZE

Service Hours:
09:00 – 12:00, 13:30 – 17:00 (5 × 6.5)

Reaction time:
Working days within a maximum of 24 hours,
except Saturday, Sunday and on holidays

Contact:
via Service Desk during the above period

Billing:
effective effort; normal approach or on a per hour basis

Surcharges:
outside service hours: + 25%, on hourly rate

Night and holiday surcharge: + 50% on hourly rate (22:00 – 07:00)

SERVICE LEVEL
SILVER

Service Hours:
08:00 – 18:00 (5 × 10)

Reaction time:
Working days within a maximum of 2 hours,
except Saturday, Sunday and on holidays

Contact:
via Service Desk 08:00 – 18:00 (support@netkom.ch)

Billing:
effektive effort; normal approach or on a per hour basis

Surcharges:
outside service hours: + 25%, on hourly rate
Night and holiday surcharge: + 50% on hourly rate (22:00 – 07:00)

SERVICE LEVEL
GOLD

Service Time:
07:00 – 18:00 (5 × 11)

Reaction time:
Working day within a maximum of 1 hour,
except Saturday, Sunday and on holidays

Contact:
via Service Desk 08:00 – 18:00 (support@netkom.ch)

Billing:
effektive effort; normal approach or on a per hour basis

Surcharges:
outside service hours: + 25%, on hourly rate
Night and holiday surcharge: + 50% on hourly rate (22:00 – 07:00)

SERVICE LEVEL
VIP

Service Hours:
07:00 – 22:00 (7 × 13)

Reaction time:
Working days, weekends and holidays within maximum of 1 hour

Contact:
via Service Desk or VIP-Telephone 07:00 – 22:00 (support@netkom.ch)

Billing:
effektive effort; normal approach or on a per hour basis

Surcharges:
Night surcharge: + 50 % on hourly rate (22:00 – 07:00)

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